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We totally want you to take advantage of this offer, and I apologize you're having trouble getting the help you need. The main focus is getting this resolved, and I think our T-Force folks can help you out with this. You should reach out to them via the Facebook or Twitter links on our Contact Us page. I know they have the resources to check this out for you further, and if there's any alternate to getting this resolved, they'll find it. They are an awesome team and I highly encourage that you give them a shot. You are welcome to reach out to our T-Mobile Customer Relations however, it is a mailing address instead of a phone number. In my honest opinion, I think we can get someone to help you faster than sending in a letter.